How Airbnb uses social listening and Booking.com not
Airbnb was ready to pick up the ball after Booking.com provided customers with a house that didn’t actually exist
The difference in the two company’s responses demonstrates the significance of social listening and keeping a pulse on conversations that are happening in your brand’s niche.
Key takeaways
- Earle’s video about the group getting stranded racked up over 3.9 million views, and caught the attention of the social media team at Airbnb who quickly sprung into action;
- After the group moved to the Airbnb, Booking.com commented on Earle’s initial post about being stranded days later, telling the group to reach out on Facebook, Instagram, or Twitter to resolve the issue;
- Airbnb clearly demonstrated social listening, while Booking.com demonstrated social monitoring, providing a response instead of a solution.
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